Omnichannel Ticketing

We provide a centralized system to manage and resolve employee queries across multiple communication channels. It ensures that HR teams can track, prioritize, and address employee issues effectively, fostering a better employee experience.

Key Features

Multi-Channel Integration

A library of customizable templates for common HR letters,
such as:

  • ESS Portal: Ticket submission through the Employee Self-Service (ESS) portal.
  • Mobile App: Employees can raise and track tickets on the go.
Ticket Categorization
  • Automatically categorize tickets based on predefined tags such as payroll, leave, attendance, compliance, performance, etc
  • Customizable categories to align with organizational needs.
Workflow Automation
  • Auto-assign tickets to relevant HR team members based on expertise or category.
  • Escalation rules to ensure tickets are addressed within SLA timelines.
  • Priority levels (High, Medium, Low) based on the nature of the issue.
Real-Time Tracking and Status Updates
  • Employees and HR teams can track ticket progress in real-time.
Knowledge Base Integration
  • Self-help articles, FAQs, and guides linked to common ticket categories for quick resolution.
Analytics and Reporting
  • Dashboard view of ticket volume, resolution time, and satisfaction scores.
Role-Based Access
  • Role-specific views and permissions ensure data confidentiality.
  • Managers can view team tickets, while employees access only their own.
SLA Management
  • Define and monitor Service Level Agreements for ticket resolution.
  • Automatic escalations for overdue tickets.
Integration with Other Systems
  • Integrate with HRMS modules (e.g., payroll, attendance, performance management) for seamless issue resolution.
Customizable UI
  • Tailor the ticketing interface to match organizational branding and workflows.
  • Easy-to-use interface for both employees and HR staff.

Benefits of Omnichannel Ticketing in HRMS

For Employees

Convenience

Raise queries through their preferred communication channel.

Transparency

Real-time updates and visibility into the resolution process.

Faster Resolution

Reduced turnaround time for addressing issues.

Empowerment

Access to a self-service knowledge base for quick solutions.

For HR Teams

Efficiency

Centralized system to manage all employee queries in one place.

Prioritization

Focus on critical issues with automated ticket categorization and prioritization.

Collaboration

Work together seamlessly to resolve complex issues.

Data-Driven Insights

Use analytics to identify recurring issues and improve HR services.

For Organizations

Improved Employee Experience

Better query resolution boosts employee satisfaction and engagement.

Consistency

Uniform handling of employee queries across all channels.

Scalability

Handle increased query volumes effortlessly as the organization grows.

Compliance

Maintain a record of all tickets for audits and legal purposes.

Use Cases

1. Payroll Queries

Resolve questions related to payslips, tax deductions, or reimbursements.

2. Leave and Attendance Issues

Address discrepancies in leave balances or attendance records.

3. Onboarding Support

Assist new hires with queries about documentation, policies, and systems.

4. Policy Clarifications

Provide quick answers to employees’ questions about company policies.

5. Exit Management

Handle queries related to full-and-final settlements, relieving letters, etc.

Contact us today to explore how SGCMS can transform your employees’ experience. Your success is our commitment.

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